Customer Excellence Senior Analyst - Bogotá (Portuguese Speaker)

Nu Colombia; Bogotá; On-site; COP 48,000,000 - 72,000,000; Full time

Benefits offered by this job

Equity opportunities

Extended parental leave

Health insurance

Mental health program

Learning platform

Language learning program

15 days vacation

Gym partnership

Work-from-home allowance

Parental consultancy

Job summary

Nu Colombia is seeking a Customer Experience Analyst to help build our CX operation in a new market. You will deliver first and second level support across chat, email, back-office and phone channels, while shaping processes and training for the team.

In this role you’ll monitor CX metrics, identify trends, and drive improvements; coordinate with cross-functional teams for new market launches; and ensure up-to-date documentation of all customer excellence processes within the squad.

Qualifications

• 2–3 years of experience in customer service or operations.
• Bilingual in Spanish and Portuguese.
• Strong analytical and data-driven mindset.
• Excellent people skills and ability to engage diverse customers.
• Studying for or holding a professional degree in any field.

Responsibilities

• Deliver first and second level customer support across chat, email, back-office, and phone channels, meeting CX metrics and ensuring outstanding experiences.
• Manage the CX knowledge base and training processes to equip the team for all case types, including escalation-worthy situations.
• Monitor CX metrics, identify trends and opportunities, and design action plans to improve performance and customer satisfaction.
• Alert stakeholders to headcount requirements, training gaps, and people-related inputs.
• Coordinate local initiatives with broader org efforts involving the Xpeer team, including support for new international market launches.
• Ensure all customer excellence processes are documented, accessible, and up to date at squad level.
• Switch seamlessly across support squads and roles as the team grows.

Skills

Bilingual Spanish & Portuguese

Analytical mindset

Excellent people skills

Multitasking

Customer service experience

Education

Pursuing degree in any field

Job description

About Nu

Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.

Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.

Proprietary technology and data at scale power Nu's digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability.

Visit our Institutional Page

About The Role

You’ll be part of Nu's global expansion one of the most exciting chapters in our story. As we enter new international markets, customer experience is our most powerful differentiator, and this role sits at the heart of it.

As a Customer Experience Analyst on our internationalization team, you’ll be a founding member of a CX operation built from scratch in a brand-new country. That means you’ll do more than handle customer interactions - you’ll help shape how we operate, train, and grow across borders. From delivering mind-blowingly great support to identifying process gaps and turning customer feedback into business insight, your work will directly influence what Nu looks like for customers in new markets around the world.

This is a role for someone who thrives in fast-moving environments, cares deeply about people, and is excited by the challenge of building something from the ground up - with the full backing of a global platform behind them.

You’ll be responsible for

• Deliver first and second level customer support across chat, email, back-office, and phone channels, consistently meeting CX metrics and ensuring an outstanding customer experience in all supported languages.
• Manage the CX knowledge base and training processes to ensure team members are equipped to handle all case types - including complex and escalation-worthy situations - with confidence.
• Monitor CX metrics, identify trends and opportunities, and design and implement action plans to continuously improve performance and customer satisfaction.
• Alert relevant stakeholders to operational needs and opportunities, including headcount requirements, training gaps, and people-related inputs.
• Coordinate local initiatives with broader organizational and cross-functional efforts involving the Xpeer team, including support for new international market launches.
• Ensure all customer excellence processes are documented, accessible, and kept up to date at the squad level.
• Switch seamlessly across support squads and roles as the team grows and evolves, bringing consistency and energy to each area.

Required

• 2 to 3 years of experience in customer service or operations roles, ideally in high-volume or fast-paced environments.
• Bilingual proficiency in Spanish and Portuguese.
• Strong analytical and data-driven mindset, with the ability to read metrics, spot patterns, and turn insights into action.
• Excellent people skills: you genuinely enjoy engaging with customers and colleagues from diverse backgrounds, and you go the extra mile to create memorable experiences.
• Comfort working across multiple tools, topics, and roles simultaneously - multitasking comes naturally to you.
• Studying for or holding a professional degree in any field.

Nice to have

• Proficiency in more than one additional language from the list above.
• Experience with knowledge base management or training coordination.
• Familiarity with CX platforms, ticketing tools, or support metrics dashboards.

Location for this Opportunity

Bogotá, Colombia. This is a fully on-site role based at our Bogotá office.

Our Benefits

• Chance of earning equity at Nu
• Extended maternity and paternity leaves
• Health and life insurance
• NuCare — Our mental health and wellness assistance program
• Nucleo — Our learning platform of courses
• NuLanguage — Our language learning program
• Vacations of 15 workdays
• Gym partnership
• Work-from-home Allowance
• Parental Consultancy

Explore How We Build Technology At Nubank

building.nubank.com.br

youtube.com/@building.nubank

Listen to our stories on Spotify

Our recruitment process may involve the use of artificial intelligence-enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.

To maintain a consistent and fair process for every candidate, Nu does not provide individualized technical feedback. See how our policy works here